About Kashable

Kashable is a fast-growing, venture-backed FinTech startup headquartered in NYC. We provide inclusive, socially responsible, low-cost credit to American employees, offered as a voluntary benefit through their employer. Kashable has raised nearly $400 million in capital and has provided more than $1.25 billion in loans to working Americans across a footprint of employer clients representing 4 million employees. Founded in 2013 by a team of serial entrepreneurs with deep industry experience, Kashable has become the leading provider of financial wellness solutions in the workplace, serving many Fortune 500 companies, governments, hospitals, and universities. We are a dynamic, ambitious, and hard-working team redefining financial well-being for working Americans.

Location

Kashable is located in Midtown Manhattan, New York City.

Office expectation: In-person attendance is required 3–4 times a week to collaborate effectively with the team.

Your Mission

We are seeking a skilled Customer Support Specialist who will engage with our clients on a daily basis and will maintain and grow our string reputation for customer focused company under the guidance of the Director of Customer Support.

Our Support Team is a highly motivated client facing energetic team based in NYC and covering a a wide range of responsibilities including fraud detection and prevention, engaging with consumers, delinquencies recovery, and building excellent consumer experience. You will be challenged to become an expert in our lending operations and will work closely with other teams in the company to deliver solutions to our users. In this position, you will be focused on helping users navigate through applications as well as establish repayment options on delinquent loans.

Key Responsibilities

• Handle incoming support requests from customers and prospects through various channels, such as live chat, email, and phone
• Serve as a product expert and maintain exceptional knowledge of the product as we continue to add new features
• Identify, troubleshoot and document priority issues for escalation and communicate relevant information to the appropriate parties
• Contribute to team KPIs (Key Performance Indicators) by improving average response and resolution times, as well as customer satisfaction ratings
• Collaborate with other members of operations and customer success teams to escalate issues where appropriate
• .

Recipe for Success

• Bachelor’s degree
• Bilingual in Spanish
• 2+ years of experience as a support representative in a high energy environment.
• 1+ year of experience handling support on inbound calls.
• Extremely comfortable with computers and G-suite and able to quickly learn new systems & processes
• Demonstrated analytical, problem-solving and system knowledge, and passion for process improvement
• Strong negotiating, communication, typing, and written communication skills
• Detail-oriented and a passion for accuracy
• Comfortable spending a majority of your time engaging with a customer over the phone
• Excellent verbal and written communication skills, with the ability to convey complex information to both technical and non-technical audiences.
• Proven ability to work collaboratively in a team environment and manage multiple priorities.

Cherries on Top

• Loan Servicing experience
• Background in Finance
• Experience in a start-up environment

Perks & Benefits

• Medical, dental (including orthodontics), and vision insurance
• PTO and holidays
• 401(k) plan with employer match
• Paid parental leave
• Subsidized ClassPass membership
• Voluntary life and disability insurance
• Flexible Spending Accounts (FSAs)
• Commuter benefits
• Pet insurance
• Weekly catered lunches and a fully stocked kitchen
• Team events, lunch & learns, happy hours, birthday celebrations, and volunteer opportunities